Is Helpdesk CRM necessary for your business

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs 

Can you guess what the most important priority for any business is? If you guessed right, it is “customer experience”.

And it’s no surprise that customer experience is extremely important for any organization.

One of the best ways to provide an excellent customer experience is to provide a good customer service. Offering amazing customer service helps you to retain customers and grow your business.

CRM or Customer Relationship Management software is all-in-one solution for gathering customer data in one place. Similarly, helpdesk is a software that helps you to resolve customer grievances fast and in an effective manner.

Both CRM software and helpdesk software helps businesses improve customer experience and customer satisfaction.

And, when both the CRM and helpdesk software are integrated it results in better customer satisfaction.

In this small business guide, we will walk you through what is a helpdesk CRM and its benefits to users.

What is a helpdesk CRM?

Generally, a helpdesk software is a system where customers raise queries and requests to solve their problems. The helpdesk software has a built-in ticketing system that resolves customer issues in a timely and efficient manner.

Similarly, a helpdesk CRM is a customer service software that helps to improve your customer service so that you can build stronger and long-lasting relationships with your customers. To be precise, a helpdesk CRM makes use of the customer information that is stored in the CRM to deliver better customer service.

Why do you need a helpdesk CRM?

When a business offers great service, it can enhance customer’s trust which will result in increased sales. To provide an excellent customer service, a helpdesk CRM is essential as it provides many advantages like handling customer conversations across multiple platforms, keeping track of everyday tasks, handling issues, organizing data for a ticket and increased response time.

Key benefits of using Helpdesk CRM for your business

1.Unified Dashboard

A CRM software allows you to view all queries and requests raised by customers across multiple channels such as social media platform, calls or even emails on a single platform. Having a unified dashboard prevents multiple tickets being raised for the same issue from the same customer. 

2.Organizing tickets based on priority

Customers with urgent needs should be addressed first. In order to highlight these customers and to resolve their issues in a timely manner, your CRM system should organize tickets based on priority.

For the incoming service requests, the system automatically labels and organizes them based on priority. This helps your team to quickly spot and respond to urgent issues and critical topics.

3.Automatic ticket assignment

Using a helpdesk CRM you can save time without manually forwarding tickets when they arrive.

With the automatic ticket assignment feature, the system automatically assigns ticket to a relevant person on your team. This ensures quicker turnaround and better customer satisfaction.

4.Automatic updates

Helpdesk CRM system sends ticket updates automatically so that customers can view their ticket status. This makes the customer feel that timely action is taken on their issue. This feature also reduces the waiting time for the customers. 

5.Robust knowledge base

You can create a knowledge base that contains all the information or answers that are required for customer queries. With answers available immediately, your customers will solve problems themselves reducing the number of tickets you have to answer.

This ensures that customers find answers more quickly and are more successful using your product or service over the long term.

6.Quick response time

When a customer generates a ticket, helpdesk ticketing systems resolves it efficiently in a couple of hours. This makes clients to realize that they are truly valued and makes them to stay loyal to your business.

7.Solving issues faster with helpdesk groups

Creating dedicated support groups can solve issues faster. For instance if you create dedicated groups for every product and when a ticket arrives, the system automatically sends it to the relevant group.

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This helps to solve issues faster and results in satisfied customers since the waiting time is reduced.

8.Multi-channel ticketing system

Having a multi-channel ticketing system allows your customer to make use of different channels like email, social media, live chat, telephony and webform to receive support.

A multi-channel ticketing system allows customer to make a choice on the channel which they want to communicate. This will keep customers happy and create long-lasting relationships.

9.Automated follow-ups

After an issue is resolved, following up a customer to check if the issue is fully resolved, or not, can help you to build your brand loyalty. Hence automated follow-up with customers helps improve their overall experience with your company.

10.Feedback management

A helpdesk CRM having feedback management system helps in improving your customer support process. Once a resolution is provided for a query, asking the customers to provide a simple feedback helps the entire team to identify the areas of improvement.

Providing excellent customer service helps you to retain the customers and increase profits. Having a helpdesk CRM can make your customers happy and satisfied. It’s obvious that satisfied customers will further propel sales and revenue of your business.